Truist Supervisor, Sales Support Associates in Owings Mills, Maryland
Req ID: R0042898
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Regular or Temporary:
Language Fluency: English (Required)
1st shift (United States of America)
Please review the following job description:
Responsible for the supervision of a staff of SSA's. Establishes individual and team priorities, monitors workflow and customer service efforts of staff. Works with internal departments, including Underwriting, Client Services, and Sales, to ensure overall customer satisfaction to meet departmental quotas and business objectives.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Assigns team workload and coordinates staffing needs to ensure illustrations are processed in a timely manner while managing customer expectations and satisfaction.
Prioritizes and balances on-going SSA workload among staff to maintain service standards
Provides and/or oversees SSA on-boarding and training
Responsible for on-going educational and career development of existing staff to include problem/conflict resolution, global knowledge of case processing, and accomplishment of personal objectives
Act as key escalation point for agent concerns
Performs regular audits to ensure illustrations are processed effectively and service standards are met. Meet with staff regularly to review audit results and coach accordingly.
Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated issues
Understands client contractual arrangements to best manage account relationships
Manage the hiring process to include screening potential candidates and conducting interviews. Work with VP to maintain overall staffing levels. • Makes or recommends termination, and performance improvement plans, and conducts performance and salary reviews
Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process.
Participate and/or facilitate regularly occurring meetings with client services counterparts to help drive business.
Required Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Effective interpersonal and written communication skills
Ability to provide excellent customer service to both internal and external customers
Effective time management skills
Ability to prioritize and accomplish multiple tasks simultaneously
Capable of working independently as well as in a team environment
Ability to work in a self-directed fashion
Experience with PC's in a Windows environment
Four year college degree in business or a related field or equivalent combination of education and relevant experience
Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
Demonstrated time management and organizational skills
Strong attention to detail and accuracy
Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike
Ability to react to change in a productive and positive manner
Ability and willingness to support team to accomplish team goals
Minimum 1 year experience as SSA
Proven leadership ability (credibility with carriers, peers, trust, process review to get things accomplished, using resources effectively)
Solid interdepartmental, carrier, and external customer relationships
High level understanding of all Crump internal departments and how they relate to case management process
Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.
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